Teleopti AB, a provider of workforce management (WFM) software, recently announced that its WFM technology will be used by Telenor (News - Alert) Denmark, a provider of mobile and fixed telephone and broadband services to the Danish market, for their contact center and retail stores.
Teleopti’s Workforce Management solution enables businesses to optimise the staffing and customer service across their enterprise. The solution supports optimisation of the contact centre, back-office and even branches and stores.
It also helps companies to effectively manage their staff, forecast demand, create schedules automatically, develop accurate and insightful reports and improve the overall customer service operation. At Telenor, the solution will help the employees access their schedules from a smartphone and integrations with a large number of IT systems.
“Teleopti is familiar with the Nordic way of working and is very close to their customers, which will ensure an easy implementation. The implementation is progressing according to plan. We at Telenor Denmark are pleased to see that the Teleopti team is very knowledgeable and working efficiently in order to fulfill the ambitious project plan presented by us”, says Jens Rögen, Project Manager at Telenor Denmark. “The main goal with a workforce management solution for retail stores is to align the staffing with the number of customers visiting each store and to improve sales and service levels. A main enabler is the centralization of staff planning and KPI control. We hope to implement the WFM solution, Teleopti CCC, with the benefit of being able to plan more accurately for when peaks occur in the stores.”
“It is very exciting to get such a prominent customer as Telenor Denmark who will implement our WFM solution in all customer facing operations. Taking this holistic approach to staff planning is efficient and an increasing trend. One of Teleopti CCC’s many strengths is to handle extremely complex customer service environments. I feel very confident that Telenor will be satisfied”, says Olle Düring, CEO at Teleopti.
Edited by Ryan Sartor